{"id":134,"date":"2015-07-30T00:21:10","date_gmt":"2015-07-30T00:21:10","guid":{"rendered":"https:\/\/courses.candelalearning.com\/salesx17xmaster\/?post_type=chapter&p=134"},"modified":"2015-07-30T00:27:45","modified_gmt":"2015-07-30T00:27:45","slug":"types-of-objections-and-how-to-handle-them","status":"publish","type":"chapter","link":"https:\/\/courses.lumenlearning.com\/cerritos-sales-1\/chapter\/types-of-objections-and-how-to-handle-them\/","title":{"raw":"Types of Objections and How to Handle Them","rendered":"Types of Objections and How to Handle Them"},"content":{"raw":"
\r\n

<\/h2>\r\n
\r\n

Learning Objectives<\/h3>\r\n
    \r\n\t
  1. Learn strategies to handle objections.<\/li>\r\n\t
  2. Understand the different types of objections and how to handle them.<\/li>\r\n<\/ol>\r\n<\/div>\r\nLearning how to handle objections is key, especially when many of the same ones occur regularly. There are six strategies that can help you handle virtually any objection.\r\n\r\n1. View the objection as a question<\/strong>. Many times salespeople hear an objection as a personal attack. Instead, an objection such as \u201cWhy are your prices so high?\u201d should be considered a question. That allows a more positive conversation rather than a defensive one.[footnote]Pam Lontos, \u201c10 Strategies for Dealing with Objections,\u201d FrogPond, http:\/\/www.frogpond.com\/articles.cfm?articleid=plontos12<\/a> (accessed October 24, 2009).[\/footnote]<\/span>\r\n\r\n2. Respond to the objection with a question<\/strong>. As in every step of the selling process, asking the right questions is critical, and handling objections is no exception. Questions, such as \u201cCan you share you concerns in this area?\u201d or \u201cIs there another way to look at this to make it work for you?\u201d are good ways to engage prospects in dialogue that will help you better solve their problems.[footnote]Keith Rosen, \u201cRespond to your Prospect\u2019s Objections,\u201d AllBusiness, http:\/\/www.AllBusiness.com\/sales\/selling-techniques-active-listening\/4019422-1.html<\/a> (accessed May 16, 2010).[\/footnote]<\/span>\r\n\r\n3. Restate the objection before answering the objection<\/strong>. It\u2019s a good idea to check for understanding and demonstrate that you are listening by restating your prospect\u2019s objection. For example, \u201cSo what you\u2019re saying is you\u2019re concerned about the capacity during peak periods\u201d is a good way not only to acknowledge the objection but also to give you time to formulate your response.[footnote]Pam Lontos, \u201c10 Strategies for Dealing with Objections,\u201d FrogPond, http:\/\/www.frogpond.com\/articles.cfm?articleid=plontos12<\/a> (accessed October 24, 2009).[\/footnote]<\/span>\r\n\r\n4. Take a pause before responding<\/strong>. Many times salespeople \u201coversell\u201d when they are answering an objection. When a prospect raises an objection, stop, listen, and pause for a few seconds. This shows the prospect that you are legitimately listening to her objection, not just trying to sell.[footnote]Felice Philip Verrecchia, \u201cHow to Identify and Overcome Objections,\u201d Edward Lowe Peerspectives, August 11, 2004, http:\/\/www.bankseta.org.za\/downloads\/faisII\/benefits\/objections.pdf<\/a> (accessed October 24, 2009).[\/footnote]<\/span>\r\n\r\n5. Use testimonials and past experiences<\/strong>. Don\u2019t avoid answering any part of an objection. In fact, objections are the perfect time to share testimonials. For example, \u201cI have another customer who was concerned about the turnaround time. He found that not only were we able to deliver on time, we were slightly under budget.\u201d[footnote]Felice Philip Verrecchia, \u201cHow to Identify and Overcome Objections,\u201d Edward Lowe Peerspectives, August 11, 2004, http:\/\/www.bankseta.org.za\/downloads\/faisII\/benefits\/objections.pdf<\/a> (accessed October 24, 2009).[\/footnote]<\/span>\r\n\r\nTestimonials can be very powerful at any point in your sales presentation but especially when a prospect presents an objection.\r\n\r\n \r\n

    Prospect<\/strong>:\r\nI\u2019m not sure this is the right database management tool for us. Technology is not our strong suit, and I\u2019m concerned that we would be buying a product that has more horsepower than we need.<\/p>\r\n

    You<\/strong>:\r\nI have several other clients with businesses that are about the size of yours, and they felt that way initially, too. In fact, John Jackson at Premier Services felt the same way, but he said that the product is so easy to use that it took very little time to train his people. He was able to increase his sales by 3 percent and reduce his sales and marketing costs by 5 percent when using our database management tool. Chris Ling at IBS was worried about the same issue. He increased his sales over 5 percent with an 8 percent reduction in selling and marketing costs. Let\u2019s take a look at the demo again.<\/p>\r\n \r\n\r\n<\/div>\r\nYou can also simply respond to an objection by letting your customers speak for you.[footnote]Bob Bly, \u201cOvercoming Objections,\u201d http:\/\/bly.com\/blog\/general\/overcoming-objections<\/a> (accessed January 6, 2010).[\/footnote]<\/span>\r\n\r\n \r\n

    Prospect<\/strong>:\r\nWe\u2019ve tried other cleaning products, but they didn\u2019t really work for us.<\/p>\r\n

    You<\/strong>:\r\nHere\u2019s what my customers say\u2026<\/p>\r\n \r\n\r\n6. Never argue with the prospect<\/strong>. \u201cThe customer is always right\u201d is always true when it comes to handling objections. It\u2019s never a good idea to disagree or argue with the customer, even when he is wrong. Relationships are built on trust, so it\u2019s best to use an objection to build the trust, not break it.[footnote]Felice Philip Verrecchia, \u201cHow to Identify and Overcome Objections,\u201d Edward Lowe Peerspectives, August 11, 2004, http:\/\/www.bankseta.org.za\/downloads\/faisII\/benefits\/objections.pdf<\/a> (accessed October 24, 2009).[\/footnote]<\/span>\r\n

    \r\n

    Do<\/em>s and Don\u2019t<\/em>s of Handling Objections<\/h3>\r\nThe following are things you should concentrate on doing when you are handling objections:\r\n